Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the transactions: from 3/02/2022 to 5/24/2023.Total amount: $2320.00.The amount I have paid: $480.00.I keep receiving invoices, and my payments are not reflected. I have reached out, but nobody is answering or returning my calls. As result, I stopped the payments and the service until this payment issue is not resolved. Please let me know if you have any questions.

  Business Response

  Date: 06/20/2023

  Counseling staff was able to connect with billing contractor and go through each payment ledger, confirm balance owed on account and then reached out to client to connect and confirm payments made. On 6/6/23 two voicemails were left for client by ****** upon which then contact was made. Client confirmed outstanding balance and agreed to continue paying towards outstanding balance. Issue has been resolved on the business end. 

   

  Thank you,

   

  Customer Answer

  Date: 06/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/07/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dates of services with this provider range inbetween 12/17/2021-4/26/2022. This provider stated my insurance was in-network for services, but sent me 8+ bills being charged multiple times for each day, billing out of network, as well as 1 day in-network which was billed correctly. I have recorded numerous emails trying to resolve incorrect billing and left voicemails, with only 1 response stating they have not been able to contact my health insurance in regards to billing correctly. **** sent by provider was an incorrect amount of $1,508.68, while correct amount should be $595. I spoke with my insurance provider, and they stated with supporting documents that this provider did not reach out to my insurance in regards to billing and/or in-network policies. **************************** reported this provider did not have a valid employment number while trying to **** me under her name, and had 1 correct charge that was billed to my insurance under a separte company name called "*********************", that was presented correctly on my "Explanation of Benefits". This charge was the only charge ran through my insurance. This provider committed to me my insurance would be billed in-network with consistent, correct billing. My wish is to receive a correct bill with each service as a $35 co-pay fee.

  Business Response

  Date: 10/18/2022

  Hello, 
  
  
  Thank you for your inquiry.
  
  Please know we take these issues seriously and want you to have the most satisfaction when it comes to fully understanding your insurance benefits. 
  
  Insurance ****** spoke to ************** on August 11, 2022 and left a voicemail for ************** on October 5, 2022. During the conversation ************** was let know that ***** was having some issues with Premera and processing her claims as out of network.  We later found out that ***** had credentialing issues that are now being resolved, but it is taking some time and all of *****'s Premera claims will need to be reprocessed correctly. 
  
  
  It should also be disclosed that further processing will be completed in the coming weeks as the credentialing issue is still being worked out, and ****************** claims will still need to be reprocessed. This will not cause any more financial responsibility for ************** other than the $475.00 that was her original responsibility. As of 10/17/2022 no copayment for any services has been made from the aggrieved party, therefore owed balance is $475.00. 
  
  
  To expedite the process for **************, we are willing to collect the mental health co-payment of $25.00 per visit (19 total visits) for her telehealth visits with ***********************. This will settle her account in full.
  
  At no time was ************** ever threatened with collections, or even asked to make a payment on her account until this situation with ******* was resolved. In addition, ************** was never double charged for any visits. The dates of services have been verified with the corresponding chart notes and the charges are correct. 
  
  Thank you,